Head of Customer Success

Overview

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Company Taxbit is creating an entirely new category to enable widespread compliant adoption of digital assets for the global economy. Taxbit’s SaaS platform streamlines and automates customers’ tax reporting and accounting activities for digital assets. Trusted by leading crypto, tech, and traditional enterprises, Big 4 accounting firms, and government agencies (including the IRS), Taxbit solves compliance challenges at scale amidst an evolving regulatory landscape.

Taxbit is backed by leading Silicon Valley VCs with teams in New York City, San Francisco, Seattle, Salt Lake City, and Europe.

• Be a hands-on leader in the Customer Experience model from implementation to expansion and renewal to ongoing support; add sophistication and operational rigor to the existing function
• Advocate for the success of your customers as the executive champion
• Own and grow deep client relationships across a portfolio Taxbit’s largest accounts
• Drive successful customer business outcomes (e.g. CSAT/NPS, renewals, cross-sell, up-sell)
• Retain existing client revenue while working in partnership with our Account Executives to add revenue to the account base
• Establish a strong governance structure for each of your team’s accounts, e.g. Steer Cos, MBRs/QBRs, executive engagement
• Define goals and metrics for your team to grow business through cross-selling and upsell opportunities
• Develop proficiency as a technical thought leader helping to drive the strategy and execution for Taxbit’s Customer Experience, working with cross functional partners
• Create and manage a feedback loop for your team to liaise with Taxbit’s Product and Engineering teams
• Build processes for your teams that help to measure performance and ensure that the Customer Operations teams are able to drive business needs
• Partner cross-functionally and globally with other Senior Leadership Team members to ensure Taxbit delivers a seamless customer experience; this includes partnering with Sales to ensure a smooth knowledge transfer and relationship post-sale
• Work with post-sales teams like Account Managers and SMEs to ensure flawless service delivery
• Support teams through any escalations or customer issues that may arise for both pre-sales and post-sales
• Be the executive sponsor of driving customer centricity broadly across Taxbit

• 10-15 years of people management experience in account management, implementation, customer success, solutions architecture, or sales engineering
• Experience working with Enterprise SaaS platforms
• Previous Technical Sales experience in a SaaS organization
• Background and expertise in financial services, crypto and/or tax and accounting preferred

• Hands-on, values-driven leader
• Highly collaborative across departments and geographies
• Proactive communicator

The base salary range for this role is $150,000 - $225,000. Certain roles may be eligible for incentive compensation, equity, and benefits. Actual compensation will vary depending on various job-related factors, including location, experience, level, and job qualifications.

• Competitive cash compensation (based on experience)
• Equity (RSUs)
• Competitive benefits package
• A modern 401(k) plan that includes access to crypto, financial wellness benefits, low fees and more
• Hybrid working model: 3 days in-office, 2 days WFH/flexible
• Monday team lunches, snacks and drinks
• Discretionary Time Off - rest, refuel, and recharge
• Paid parental leave
• Fertility Benefit
• Autonomous work and flexibility in how work is performed

• By submitting an application for this role, you certify that the information contained in the application is correct to the best of your knowledge. Falsifying information is grounds for refusing to hire or discharge if hired.
• Employment with the Company is at will unless otherwise stated in a written agreement signed by the CEO. Either the Company or the employee can terminate the employment at any time and for any reason, with or without notice.

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